Apparatus and method for processing service interactions

A system for processing an interaction with a person, comprising a processor, one or more analyst user interface devices in communication with the processor, and a memory in communication with the processor, the memory storing programming instructions executable by the processor to:

• receive data representing an utterance from the person;
• automatically present the utterance in perceptible form to two or more intent analysts at substantially the same time, each through a respective one of the analyst user interface devices;
• accept intent input from each of the two or more intent analysts through the respective analyst user interface device, where the intent input characterizes the intent analyst's interpretation of the person's intent expressed in the utterance, but does not directly indicate to the system any information that is to be communicated to the person;
• when the two or more intent analysts provide intent input that characterizes different intents:
• automatically present the utterance in perceptible form to at least one additional intent analyst through at least one additional analyst user interface device;
• and
• accept further intent input from the at least one additional intent analyst through the at least one additional analyst user interface device, where the further intent input characterizes the at least one additional intent analyst's interpretation of the person's intent expressed in the utterance, and where the further intent input does not directly indicate to the system any information that is to be communicated to the person;
• and
• automatically communicate a message to the person, in perceptible form and in substantially real time relative to the receiving function, the message being selected as a function of the intent input and the further intent input.

A system for managing interactions with a person, comprising a processor and a memory in communication with the processor, the memory storing programming instructions executable by the processor to:

• receive data representing an utterance from the person;
• automatically send the data to two or more intent analyst user interface devices at substantially the same time;
• receive intent input from each intent analyst user interface device,
• where the intent input characterizes an intent analysts'interpretation of the person's intent expressed in the utterance, and
• where the intent input does not directly indicate to the system any information that is to be communicated to the person;
• when the two or more intent analysts provide intent input that characterizes different intents,
• automatically present the utterance in perceptible form to at least one additional intent analyst through at least one additional analyst user interface device, and
• accept further intent input from the at least one additional intent analyst through the at least one additional analyst user interface device,
• where the further intent input characterizes the at least one additional intent analyst's interpretation of the person's intent expressed in the utterance, and
• where the further intent input is prevented from indicating a next step in an automated processing script;
• and
• automatically communicate a message to the person in perceptible form and in substantially real time relative to the receiving function, the message being selected as a function of the intent input received through the two or more intent analyst user interface devices and the at least one additional analyst user interface device.